How to train your CSR and Billing Departments to Prioritize their Day Ty Bello, RCC

 Identify the obstacles in our way in each department causing this unproductivity  Step by Step process for each department and job description for organizing our day  How to measure our daily activities and not wait for the financials to tell us we have a problem Learning Objectives

 What they do?  Why they do it? Do you ever wonder?

 We hire really good staff members  We have a training plan and schedule  We coach them in Industry History and Product knowledge  We put them in their Chair in their Cage Cubicle THEN WE EXPECT THEM TO BE REALLY GOOD TIME MANAGERS Start at the Beginning

 Training must be a PROGRAM, not a session or meeting  Full Scope of the Job  History of Business  Products and Services  How ALL the Departments work together  Duck, Duck, Goose (take your seat)  Emphasize the Job Description  EARLY ACCOUNTABILITY Obstacles in Our Way to Productivity

 LEAN Processes  Time Management  Good CLEAN Hand-offs Obstacles in Their Way

“We get brilliant results from average people, managing brilliant processes – our competitors get average results from brilliant people managing broken processes” Toyota “Brilliant Process Management”

 Kaizen: philosophy of ongoing improvement: a Japanese business philosophy advocating the need for continuous improvement in somebody's personal and professional life  Value Stream Mapping: A systematic method to identify all the activities (door-to-door) required to produce a product or product family. The "Map" will include both the flow of the material and the flow of information. Lean Definition

Five S's: A method of workplace organization and visual controls – Sort – Set in Order – Shine – Standardize – Sustain LEAN 5 S

Let’s Make Some TOAST

What areas do you have Waste or Rework going on? WASTE REWORK PLEASE WRITE THIS DOWN Waste and Rework

 Motion  Waiting  Transportation  Storage  Defects  Processing  Over Production The 7 Wastes

Step by Step Processes Customer Service  5 Things We Do  Intake Process  Ins Verification  Phones  s  Intra Department Billing Department  5 Things We Do  Adjustments  A/R  Held Order  Post Cash  Remits / Denials  Phones  s  Intra Department

 Set ups  Pick Ups  Equipment Exchanges  Add On  Service The 5 Things WE DO

1.Simplify their working process a.Keep their hands free b.Step by Step Work Flow EVERY Process 2.Manage their time around Activity a.Phones, s, Intra Department 3.Prioritize their time a. Develop a Hierarchy for EVERY Activity Organizing the Day

Simplify their working process a.Keep their hands free b.Step by Step Work Flow EVERY Process  Head Sets  Quick Keys from Software Company  Value Stream Map EVERY Process Organizing the Day

Manage their time around Activity a.Phones, s, Intra Department  Establish a Primary, Secondary, and Work Zone Organize the Day

STAFFPrimarySecondary Work Zone 8 to 1010 to Noon8 to 1010 to Noon 8 to 1010 to Noon DeborahX X CharlotteX X Kathy XX Regina X X Primary, Secondary, Work Zone

Work Zone CSR  5 Things We Do  Pending Files  Held Orders / Unconfirmed  Prior Auths  Prep for Delivery / Scanning/ Billing BILLING  5 Things We Do  A/R  Adjustments  Remits, Denials  Posting Use Priority Codes Prioritize their time a. Develop a Hierarchy for EVERY Activity

 Bins  See Bottlenecks  Alarms Create a Visual Report Card

 Use the Reports that your software offers  If you don’t know them CALL YOUR SOFTWARE PROVIDER  Daily, Weekly, and Monthly Report Review  With leadership and Team members  Help them understand and see your expectations Measure Daily Activities

 We hire really good staff members  We have a training plan and schedule  We coach them in Industry History and Product knowledge  We put them in their Chair in their Cage Cubicle THEN WE COACH THEM TO BE REALLY GOOD TIME MANAGERS AND HOLD THEM ACCOUNTABLE Start at the Beginning

Please visit us on line atwww.teamatworkcoaching.comwww.teamatworkcoaching.com Call us at (260) us at: or As a reminder, Work offers a wide variety of solutions for your business. We would love to work with you to customize a program for your team, group, or for you individually. We specialize in the Assessment, Development, Coaching and Training of teams and individuals. The Work Difference

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